Refund policy

Return & Refund Policy

Effective Date: [DATE]
Last Updated: [DATE]

At VIRAA, we want you to feel confident about every purchase you make with us. If something isn’t right with your order, we’re here to help.

This Return & Refund Policy explains when products can be returned or exchanged, how refunds are processed, and what you need to do to request a return.

By purchasing from VIRAA, you agree to the terms of this Policy, subject to your rights under applicable Indian law.


1. Return Eligibility

To be eligible for a return, the product generally must:

  • Be requested within [X DAYS] of the date of delivery.
  • Be unused, unworn, unwashed, and in its original condition.
  • Have all original tags, labels, packaging, and accessories attached and intact, where applicable.
  • Be accompanied by the original order details or invoice.
  • Not show signs of use, washing, alteration, damage, stains, odors, or other customer-caused wear.

For hygiene and product-quality reasons, certain products may not be eligible for return. Please see the Non-Returnable Items section below.

Products purchased during special promotions or clearance sales may be subject to different return conditions, which will be clearly communicated at the time of purchase.

Nothing in this Policy limits any mandatory rights or remedies available to customers under applicable Indian law.


2. Return Timeframe

You must contact us within [X DAYS] of receiving your order to request a return or exchange.

To initiate a return, contact:

Email: [EMAIL ADDRESS]

Please include:

  • Order number
  • Name used for the order
  • Product(s) you want to return
  • Reason for the return
  • Photographs/videos, if requested

Requests submitted after the applicable return period may not be accepted unless otherwise required by applicable law.

Once your return request is approved, we will provide instructions for sending the product back to us.


3. How to Initiate a Return

The return process generally works as follows:

Step 1 — Contact Us
Email [EMAIL ADDRESS] within [X DAYS] of delivery.

Step 2 — Return Approval
Our team will review your request and confirm whether the product qualifies for return.

Step 3 — Ship the Product
Follow the return instructions provided by VIRAA. Please do not send a product to an address that has not been provided or confirmed by us.

Step 4 — Product Inspection
Once we receive the returned product, we may inspect it to verify its condition and eligibility.

Step 5 — Refund or Exchange
If approved, we will process your refund or exchange according to the option selected and available for the product.


4. Return Shipping Costs

Customer-Initiated Returns

For returns due to reasons such as:

  • Change of mind
  • Incorrect size selected
  • Color preference
  • No longer wanting the product

return shipping may be paid by the customer.

Return Shipping Cost: [RETURN SHIPPING COST / CUSTOMER PAYS RETURN SHIPPING]

Damaged, Defective, or Incorrect Products

If you receive a product that is damaged, defective, incorrect, or materially different from what you ordered, VIRAA will review the issue and, where the claim is verified, provide an appropriate resolution.

Where applicable, VIRAA may arrange or reimburse reasonable return shipping costs for verified damaged, defective, or incorrect products.


5. Exchanges

We may offer exchanges for eligible products, subject to availability.

You may request an exchange for:

  • A different size
  • A different eligible product/variant
  • Another option specifically offered by VIRAA

Exchange requests must be made within [X DAYS] of delivery.

The product being exchanged must meet the same condition requirements as a standard return.

If the requested replacement size, color, or product is unavailable, we may offer:

  • An alternative product;
  • Store credit; or
  • A refund, where applicable.

Any price difference between products may need to be paid or may be refunded, depending on the exchange.

Exchange Shipping: [FREE / CUSTOMER PAYS / CONDITIONS]


6. Refund Process

Once your returned product reaches us, it may be inspected to confirm that it meets the eligibility requirements.

If your return is approved, we will initiate the applicable refund.

Refund Processing Time: [REFUND PROCESSING TIME]

The time it takes for the refund to appear in your account may also depend on your bank, card issuer, UPI provider, payment gateway, or other financial institution.

Refunds will generally be made through the original payment method where reasonably possible.

For Cash on Delivery (COD) orders, we may request appropriate bank-account, UPI, or other payment details to process the refund.

We will not request unnecessary confidential banking credentials such as your PIN, password, or OTP to process a legitimate refund.


7. Refund Amount

For an approved return, the refundable amount will depend on the reason for the return and the applicable terms communicated at the time of purchase.

Depending on the circumstances, the refund may include the product purchase price and, where applicable, eligible shipping charges.

Certain shipping, COD, handling, or other charges may be non-refundable where permitted by applicable law and where clearly disclosed to you.

Any deductions will be communicated to you where applicable.


8. Damaged, Defective, or Incorrect Products

We take product quality seriously.

If your VIRAA order arrives:

  • Damaged;
  • Defective;
  • Incorrect;
  • Missing an item; or
  • Significantly different from the product you ordered,

please contact us at [EMAIL ADDRESS] within [X DAYS] of delivery.

To help us resolve the issue quickly, please provide:

  • Order number
  • Clear photographs of the product
  • Photographs of the packaging and shipping label
  • A description of the issue
  • Video evidence, where reasonably requested

We may investigate the issue with our warehouse or delivery partner.

If the issue is verified, we may provide an appropriate remedy, which may include a replacement, exchange, repair where applicable, store credit, or refund, depending on the circumstances and applicable law.


9. Non-Returnable Items

Unless otherwise required by applicable law, the following items may not be eligible for return or exchange:

  • Products marked as non-returnable on the product page
  • Products purchased as final-sale or clearance items, where clearly stated
  • Products that have been worn, washed, altered, or damaged after delivery
  • Products with removed or damaged tags where tags are required for return
  • Products with stains, odors, marks, or other signs of use
  • Personalized or customized products, where applicable
  • Products returned without required accessories or original packaging, where applicable
  • Gift cards, if offered and where legally permitted
  • Other products specifically identified as non-returnable at the time of purchase

If you are unsure whether your product is eligible, contact us before sending it back.


10. Products Purchased During Sales or Promotions

Products purchased during sales, promotional campaigns, or special offers may have different return or exchange conditions.

Any special conditions will be displayed on the relevant product page, promotion, or checkout page before purchase.

Unless specifically stated otherwise, applicable consumer rights under Indian law will continue to apply.


11. Return Inspection

All returned products may be inspected after receipt.

If a returned product does not meet the eligibility requirements, we may reject the return or refund request.

Examples include products that have been:

  • Worn or washed
  • Altered
  • Damaged after delivery
  • Stained
  • Used improperly
  • Returned without required tags or accessories
  • Returned outside the applicable return period

If a return is rejected, we may contact you regarding the next steps for the product.


12. Returns Lost in Transit

If you are responsible for shipping a return back to VIRAA, please use a trackable shipping service and retain your shipping receipt until the return has been completed.

VIRAA may not be responsible for returns that are lost or damaged while being shipped by a customer, except where required by applicable law.

If VIRAA arranges the return shipment, responsibility for the shipment will be handled according to the applicable courier and return arrangements.


13. Cancellation Before Dispatch

If you wish to cancel an order, contact us at [EMAIL ADDRESS] as soon as possible.

We will make reasonable efforts to cancel an order before it is processed or dispatched.

Once an order has been dispatched, cancellation may no longer be possible and the order may need to be handled under our applicable return process.

Any refund for a successfully cancelled prepaid order will be processed within [REFUND PROCESSING TIME], subject to payment-provider processing times.


14. Failed Delivery and Refused Orders

If an order is returned to VIRAA because of an incorrect address, repeated failed delivery attempts, refusal to accept the shipment, or another reason attributable to the customer, we may contact you to arrange the next steps.

Additional delivery charges may apply if you request the order to be shipped again.

Any refund, where applicable, may be subject to the shipping and return costs incurred, to the extent permitted by applicable law.


15. Store Credit

Where offered, VIRAA may provide store credit instead of a monetary refund for certain eligible returns or exchanges.

Store credit details, including validity period and applicable conditions, will be communicated to you before it is issued.

Store Credit Validity: [X MONTHS / NO EXPIRY, AS APPLICABLE]


16. International Returns

[CHOOSE ONE OPTION AND DELETE THE OTHER]

Option A — International Shipping Not Available

VIRAA currently ships only within India, so international returns are not applicable.

Option B — International Shipping Available

International returns are subject to additional conditions.

Customers may be responsible for international return shipping, customs charges, duties, taxes, and other applicable costs unless the product is defective, damaged, incorrect, or otherwise covered by a remedy required under applicable law.

International customers should contact [EMAIL ADDRESS] before sending a product back.


17. Customer Responsibilities

To help us process your return efficiently, please:

  • Contact us within the applicable return period.
  • Provide accurate order information.
  • Follow the return instructions provided by VIRAA.
  • Package the product securely.
  • Keep proof of return shipment where applicable.
  • Ensure the returned product meets the eligibility requirements.

Failure to follow the return instructions may delay processing or affect eligibility.


18. Our Commitment to You

At VIRAA, we believe that buying sportswear online should be simple and worry-free.

We aim to handle every return and refund fairly, transparently, and promptly. If something goes wrong with your order, our customer-support team will make reasonable efforts to help find an appropriate solution.

Your satisfaction and trust are important to us.


19. Changes to This Policy

VIRAA may update this Return & Refund Policy from time to time to reflect changes in our products, services, business practices, or applicable laws.

The updated Policy will be published on our website with a revised “Last Updated” date.

The policy applicable to your purchase will generally be the version in effect at the relevant time, subject to applicable law.


20. Contact Us

For return, exchange, refund, or product-related questions, please contact:

VIRAA
Email: [EMAIL ADDRESS]
Phone: [PHONE NUMBER]
Address: [FULL BUSINESS ADDRESS]
Customer Support Hours: [DAYS & HOURS]

Please include your order number in your message so that we can assist you as quickly as possible.

We’re here to make your VIRAA experience better.